Nightmare to claim as a 3rd party

So this person bumped into my vehicle while my vehicle was parked, and luckily left all her personal and insurance information so we could get in touch with her and her insurance. So I submitted a 3rd party claim to Outsurance, and anyone that has done this would know that it is quite a process to get all their requirements for such a claim together. I got a response from someone on their side that I was missing a document and I got this and sent this to this same person. After submitting everything they requested, I sent a follow-up mail to query the status / progress. This went unanswered, I phoned them and asked them to speak to this person, he was busy but they asked me to leave a message and assured me he would get back to me. This did not happen, so phoned again, again he was busy and left another message which again went unanswered. I eventually got hold of this person, and he assured me they were busy with it, and got a mail of couple of days later with their offer. I completed and signed the offer, he responded the say day to confirm that the payment was being processed. This was 3 weeks ago. Sent a couple of e-mails again, this went unanswered and tried to phone him, but, surprise, surprise he was busy. So hoping I can get some help by posting this here, cause the service from said person and department has been *******.